Jeremy Watkin

Jeremy Watkin is the Director of Customer Experience at FCR, the premier provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service, customer experience, and contact center professional. Jeremy is also the co-founder of Customer Service Life and has been recognized many times for his thought leadership.

This article was originally published on the FCR blog on August 24, 2018. Click here to read the original.
I was driving home the other day and watched one car rear end another about fifty yards ahead of me. As I pulled up next to them, I witnessed the...

This article was originally published on the FCR blog on August 16, 2018. Click here to read the original.
I’ve already established that I’m a big fan of my new dentist and their approach to the customer experience.
I recently found myself in...

Grand Tetons National Park – Photo Credit: Jeremy Watkin
This article was originally published on the FCR blog on August 9, 2018. Click here to read the original.
My family and I had a fantastic vacation. Thanks for asking! Seriously though we did a l...

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original.
While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and...

This article was originally published on the FCR blog on July 17, 2018. Click here to read the original.
When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work fo...

This article was originally published on July 11, 2018 on the FCR blog. Click here for the original.
As a semi-active participant in the Support Driven Slack community I was thrilled to spend a day at the recent SDX conference in Portland. I...

[unable to retrieve full-text content]This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. [...]
The post 4 Contact Center Tools and Updates From Q2 appeared first on Custome...

This article was originally published on June 25, 2018 on the FCR Blog. Click here to read the original.
On this recent Father’s Day, my wife gave me a free pass to head to the mountains for a few hours to go fishing. I got all my fly fishing gear loa...

This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original.
Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all ...

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original.
We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key ...

Chuy loves bonus content, but spam and junk mail, not so much.
This article originally appeared on the FCR blog on April 27, 2018. Click here to read the original.
It’s been a long time since I welcomed a new dog into my home — at least a decade by my...

This article was originally published on the FCR blog on April 23, 2018. Click here to read the original.
The Benefits and Drawbacks of Macros
It’s possible that I’ve beaten the topic of macros (canned responses) to death in past articles but I have so...

This article was first published on the FCR blog on April 6, 2018. Click here to read the original.
As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be ...

This article was originally published on the FCR blog on March 30, 2018. Click here to read the original.
I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get co...

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post.
One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned ...

This article was originally published on the FCR blog on February 16, 2018. Click here to read the original.
Slack has taken the world of communication by storm and seems to be doing a good job of slimming down the inboxes of many professionals. A quic...

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response.

Most brands haven't mastered customer experience (CX). Get the findings from new research with 1,000 US consumers and 300 brands to understand areas of CX alignment and disconnects. Learn where and why brands are still struggling, and how to turn the tide.

[03/28/2019]
Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.